Tags: cx*

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  1. We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
    https://mopinion.com/what-is-the-customer-experience-gap/
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  2. An angry customer is a business nightmare, right?

    Wrong.

    An angry customer is a business opportunity.

    If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as:

    The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.
    Your customers come to you to get their problems solved, and a customer with a complaint is handing you a golden opportunity to show how you excel at that.

    Here’s how to make that happen.
    https://www.livechatinc.com/blog/turn-customer-wrath-into-wins/
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  3. Gathering customer feedback seems like a no-brainer now. Every company does it to a lesser or greater extent.

    Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates.

    Is it worth it? It definitely is if you know how to act on the customer feedback you get.
    https://www.livechatinc.com/blog/customer-feedback/
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  4. It’s a tale as old as the Internet. Essential basics of human interaction get lost in the flash and promise of technology. Time and again, we must take a step back, reconnect, and make sure the technology is serving us, and not the other way around.

    I see it happening again with big data and customer analytics. We now have immense power to collect, correlate, and manipulate data to produce more precise customer profiles, marketing strategies, and sales trends. These capabilities are nascent in most companies; many are still figuring out which metrics will produce the most valuable insights.

    But metrics and models will never give us all the answers we need to understand the voice of our customer. The most valuable messages can get lost in the deluge of data, and even the best analyses still require expert human interpretation before they can be put to practical use. Without true engagement, I see all those insights mined from surveys, customer tracking, and social media as gold nuggets piled high in carts but stuck below ground in the mine.
    https://techspective.net/2017/11/07/build-employee-customer-engagement-feedback-loop/
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  5. There are so many different ways to measure customer satisfaction — figuring out which one to send to your customers can become a nightmare.

    Well, it’s always a good idea to go with something that is easy to implement and does not require much effort from respondents.

    And that is why we’ve introduced Customer satisfaction(CSAT) surveys in Hiver.

    It is the most straightforward way of measuring customer satisfaction with a business purchase or an interaction.

    All you have to do it ask a simple question - something like: How satisfied were you with your experience?

    And the response can be one of the three emojis: happy, neutral, or sad.

    Read full article.
    https://hiverhq.com/blog/csat/
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  6. Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.
    Hospitality is perhaps one of the most visible industries where customer satisfaction, or lack of, is quickly shared with the world. It is true that without satisfaction, customers will not return to a hotel or restaurant. And they will almost certainly share their (bad) experiences with anyone who will listen.

    Hospitality is also one of the industries that receives the most comments online, thanks to TripAdvisor and other booking sites. There is no hiding from their clients for hospitality! While I empathise, it’s not all bad news. This is because it also means that great service will also be more quickly seen online. Therefore you can make changes and see the results almost immediately, or at least far quicker than in most other businesses.

    Read full article.
    http://customerthink.com/fundamentals-of-a-customer-first-strategy-for-every-industry/
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  7. It's no secret that an angry customer is a problem for all retail organizations. Not only is the individual unlikely to shop with you in the future, but when you add word-of-mouth to the equation, one person's negative experience can be easily amplified.

    With traditional word-of-mouth reaching around 12 people, online and social networking word-of-mouth reaches a massive 69 times that, averaging around 825 people. To alleviate customer dissatisfaction, many successful businesses immediately look at their customer experience program — a logical approach in theory. After all, a CX program ensures regular surveying and internal alignment on the customer journey. So all of your customers will be happy, right? Unfortunately, it's not that easy.
    https://www.retailcustomerexperience.com/blogs/how-to-turn-an-angry-customer-into-a-loyal-one/
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  8. Mopinion has just released a new machine learning technology within its digital feedback analytics platform: automatic feedback categorisation. This technology employs machine learning techniques that make the analysis of qualitative feedback data – by way of labeling and categorisation – a much more fluid and systematic process.
    https://mopinion.com/machine-learning-technology-for-advanced-feedback-categorisation/
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  9. When customers have a positive experience with a company, they’re likely to share their thoughts with an average of nine people. But they’ll share thoughts on negative experiences with about 16 people, nearly double the amount.
    https://www.business2community.com/customer-experience/how-to-write-a-customer-feedback-survey-email-02141136/
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  10. A warm welcome is one of the quickest ways to endear your business to customers and make a lasting impression. However, ensuring that this backed up by a consistently reliable experience is what will win customer loyalty according to the woman behind the hospitality industry’s leading customer experience analyst.
    https://www.hotelowner.co.uk/18397-customer-feedback-use-it-or-lose-it/
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Mopinion: The Leading Customer Feedback Tool

Mopinion is a proud sponsor of Customer Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Feedback Tools in order to collect feedback from the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.